Contact Center Process and Data Specialist / Business Analyst (Interim)

Project overview

The assignment focuses on mapping and redesigning customer contact processes in preparation for a new CCaaS solution.

Profile of the suited interim professional:

• Mapping and analyzing existing customer contact processes
• Developing inbound and outbound contact flows
• Describing agent profiles, skill structures, routing, and IVR setup
• Documenting processes for capacity planning, forecasting, and workforce planning
• Standardizing KPI definitions and performance indicators
• Mapping data sources, data flows, and reporting processes
• Documenting information needs of various user groups
• Creating process documentation and work instructions for the CCaaS implementation
• Identifying inconsistencies and quality issues in processes and data
• Developing proposals for improving standardization and control
• Aligning with operational staff, team leaders, planners, and other stakeholders
• University (WO) work and thinking level, demonstrable through education or at least 6 years of relevant work experience
• Minimum 5 years of experience within a contact center or customer service organization with process analysis and improvement
• Minimum 3 years of experience with analyzing and optimizing contact center processes, including routing, IVR, and workforce management
• Experience in developing and standardizing KPIs, management information, reports, and data definitions
• Experience with preparation for implementation or migration of a customer contact system such as CCaaS or CRM is a plus
• Experience within the Dutch Central Government and with connecting stakeholders without formal hierarchical authority is a plus
• Proficiency in the Dutch language

Project details

• Start: flexible
• Duration: 3 months
• Location: Den Haag, North-Holland, South-Holland, NL
• Rate: 118-118 EUR/h
• Languages: Dutch